ComplaintsforCar Toys Inc

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to car toys to have a stereo installed, the faceplate kind. The stereo worked for about a week then when i was pushing the faceplate on the whole stereo fell back into the console. I was able to pull it back up and push it back into place but stereo no longer worked I called car toys and told them and we made an appointment and as I live far away I did it on a day off and wasted gas money and time to have them treat me like c*** and tell me that it didn't fall into the car and that they did a good job on installation pretty much that I'm lying and now I have no stereo and I'm out $200 for a shoddy install please have this company reviewed because it looks like they scam a lot of people this way once they get your money then they treat you like s***

  Business response

  02/27/2023

  To whom it may concern,

  On 1/24/23 ********************************* came to the Olympia Car Toys and had a single din radio installed that she had bought from Best Buy. She also had a set of speakers installed.  The install was completed without issue by a MECP Master certified technician.  On 2/15 **************** returned to the Olympia Car Toys to have a service completed, claiming that the radio we installed fell through her dash.  No error in the installation was found, but it was determined that the ************** was defective. We removed her defective radio and returned the vehicle back to stock. **************** stated that she was going to buy another radio from Best Buy and asked that we install this new radio for free.  It was explained to *************** that there would be a basic charge for the new radio install, since the radio was not purchased from us, and our installation did not cause the radio to become faulty.  **************** filed a complaint against the store and in the interest of extending the best customer service possible she was offered a free radio installation of her new **************.  She refused this offer.

  Respectfully, 

  *********************
  Oregon Regional Sales Manager
  Car Toys, Inc. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in December I had a stereo deck and backup camera installed, parts and labor came out to just over $1,000. After the installation, there were many issues including damage to my vehicle, switches in my vehicle no longer working, connections left unplugged, and car was left a mess with wire clippings and dirt everywhere. After a lot of back and forth, they agreed to refund me a total of $275, $75 of which to replace the faceplate of some air vents which they had damaged, and the other $200 for the overall poor experience, and damage to a fuse box cover that was left on top of my engine and crushed under the hood.Recently, I had new speakers installed by a local installer, and after taking things apart notified me that whoever had wired the deck, had done so completely wrong, which resulted in poor sound quality. They said that whoever installed my deck may have had a basic understanding of wiring, but it did not seem professionally done. I reached out directly to Car Toys to discuss this issue on February 2, 2023, and I have not received any response or acknowledgement as of February 14, 2023. At this point, I want to be refunded for all of the labor costs, as it is clear that I did not receive the "professional installation" that I had paid for, and I have had to spend so much money, time, and effort on resolving issues stemming from the poorly installation.Also worth noting that throughout all of this, the installation manager has been far from apologetic, and blames this issues I'm experiencing on the age of the car, certainly nothing to do with the quality of work that was done.

  Business response

  02/22/2023

  We have been waiting for the customer to give us some kind of documentation on what was wrong with our install and what he paid to get this fixed.  The Store Manager and Regional Manager have spoken to the customer today and he will be sending some info to us and see how we can resolve this issue.  We look to have a resolution within a couple days that will be satisfactory to the customer.  
  

  Respectfully,

  *************************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a serious complaint and would like to hear back from someone regarding what I experienced at this location. I was quoted for what I wanted, which was a full dash replacement kit when my stereo was installed. I received the quote from one person whose name I cannot remember, but it seems as though there are only two main ********** always there. I was given a quote to replace the entire factory *************** with my new stereo and a dash kit to be purchased from Car Toys. I was told the quote had no expiration date. I saved the money to get this done as quoted and came back about two weeks later to schedule install. This time, the original salesman was not available, so ***** assisted me. He gathered all my information and took my original quote at that time. I thought nothing of this at the time. I scheduled my appointment for January 28, 2023, paid my deposit and was on my way. When I picked up my vehicle after install, my stereo was not installed as quoted at all. I nstead, it was installed below my factory stereo, just as I had explained to the original salesman I did not want. I was told when I received my quote that a big part of the expense in the quote was the dash kit required to install the stereo as I requested. When I picked up my vehicle, and it was installed incorrectly the salesman, ***** who ordered all the parts and scheduled my appointment told me that the dash kit I was expecting was much more expensive than I was originally quoted by the first salesman. I am extremely unhappy with the service I received, I feel ripped off by your company and feel like I was taken advantage of. I do hope that someone can help make this right. I would like my stereo to be installed the way it was originally supposed to be, with the dash kit required to make that happen. This should not cost me more money, as they tr ied to tell me at the store. It was quoted one way and installed another way. This is very poor customer service.

  Business response

  02/08/2023

  This customer was quoted for what was installed. 

  
  There are 2 different kits for this car, the less expensive one allows us to NOT have to pull the whole dash apart and just mount it down below the factory radio...this is the least expensive option which is what she was quoted and what was done.  She later said she wanted it NOT mounted below, but up higher where the factory radio is.... which we can do for her, however that kit is far more expensive and there is more labor involved due to the time it takes to do that.  Her "quote" would have doubled had she wanted to go that route, which several people in the store said she opted not to want to pay the more expensive price.  She swears she said she thought she was quoted for that, but she clearly wasn't because again, that would have doubled the price she paid.  Out of trying to help her out, we offered to sell her the new kit at a lower cost, and we wouldn't charge her the extra labor to put it in,she said no... She didn't want to pay more, nor did she think she should have to.  Again, I explained to her I couldn't give her the kit free but would take care of her on the labor side...or I offered her a full refund.  She said she would call me back.  She called me back, said she bought the kit elsewhere and asked if we would put it in for free for her, I told her that yes, I would as I offered that from the beginning.  So, I am just waiting for her to call me and let me know she got it.
  
  Tammi *****

  Store Manager, West Oaks

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need to replace the radio on my Lexus GX460. I went in person to the ******** location (next to ******* and was told to buy a particular unit from some company and they would install it for about $300. I bought the unit (almost $1000!). It took three weeks to shop because it came from *********. I brought it back to the same store and they told me it wouldn't work. No apology. They told me no other option than the *** system. I am now out $200 in restocking fee from seller of unit they told me to buy.I also found out they lied about not having other options than ***.

  Business response

  01/27/2023

  Hello,

  As a company, we do not carry nor order products from Nifty City. We only refer customers to them for Apple CarPlay and Android Auto integration to factory radios. We do not benefit from products ordered from Nifty City. We only suggested this as a possible option for the customer. We educated the customer and informed him that we would not recommend installing it if his OEM radio was having hardware issues, and that the recommended product is only to add CarPlay.  We did not charge ************** and have not profited from any information given. We would suggest ************** takes his vehicle to his local manufacturer dealership.

  Respectfully

  *********************,

  Regional Manager - ******/Eastern Washington

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into ********** looking for help on how to secure my car to prevent theft. I was directed to the Clyfford alarm system with keyless remote entry and push to start. I was told that they push the start would make it so that my car was guaranteed to not be able to be stolen without the key. I have the key in my hand right now. My car was stolen last night from right in front of my house with no alarm going off in the middle of the night last night. Not only this but the keyless entry never worked I always had to use my key and use the fob. I called and asked the office what they can do since they didnt honor their word and my car was absolutely not guaranteed to not be able to be stolen since it was stolen right in front of my house. I was told theres nothing they can do and then if theres no refund and Im pretty much just s*** out of luck. So I wasted $600 of my money to guarantee that my car couldnt be stolen and now its stolen and they wont give me a refund. This seems like false advertising and like I got taken advantage of and like everything I paid for is exactly what I didnt get.

  Business response

  01/17/2023

  The employee that helped ***************************************** has been with the company for over a decade and has been trained to sell alarms as a deterrent and not as a guarantee of theft. The ******** Alarm system that she purchased has a built-in starter kill to prevent the vehicle from starting when armed (lock button) is engaged. The system was originally installed on January 21st of 2022 (almost a year ago), during which time ************************* has not reached out for any services/issues on the product. When she did call the store, we were sympathetic about the situation since she claimed that the sales representative guaranteed to her that her vehicle would never be stolen.  This represents a strong miscommunication. The following is possible:  1. ************************** didnt lock/arm her vehicle the day of occurrence 2. ************************** didnt hear the alarm as it was the middle of the night 3. The person(s) who took the vehicle had the knowledge to disarm/disengage alarm systems.
  
  With the new world we live in, vehicles are often stolenfrom older vehicles to brand new vehicles, regardless of the key style,alarm systems, or manufacture immobilizers.
  More than ***** vehicles have been stolen in the first seven months of 2022 alone - Willamette Week (********, **)
  
  Unfortunately, Car Toys and car alarm manufacturers cannot be responsible for vehicles being stolen when there are so many variables out there. We are sincerely sorry to hear about **************************** stolen vehicle and hope for a quick recovery.

  Respectfully,

  *********************,

  Regional Manager - ****** and Eastern Washington

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We took our Truck to iinstalked a new stereo at this place after they did the ac was not working properly so we took it back and they said the will fixed so they try to fixed but they where unable so the manager ***** from the store tol me to take it to fixed to another place and they will pay the repair we took the truck to ****************** at the beggining the tecnitian from North Centeal **** said that the problem was because if the instalation but now after they talk to the manager from Car Toys they said that they can not said that car toys damage the truck I have all information from Norh centeal **** also my truck stay at carvtoys for almos 2 weeks to be repair can you please help me what can I do.

  Business response

  01/06/2023

  Hello,

  The customer had ********************** install a radio in their 2018 **** F150.  They later returned to the store saying the air was wasnt blowing properly. We looked at our install and determined it wasnt from anything we performed. The customer took it to the dealership they chose and isolated the concern to an open circuit (excessive resistance measurement) in ref circuit LH111 on the 19F561 ac harness per the dealership technician. Cartoys also had a 3rd party investigator thoroughly  look at the vehicle and determined that the vehicle had rodent damage and that our install was not the cause of the electrical issues. Cartoys denied the claim and sent the denial and information to the customer. Again, it was fully investigated and determined that Car Toys is not responsible for the damages to the vehicle. The customer was notified of the decision and sent pictures of the rodent findings.

   

  Attached is previous correspondence we've had with the customer about this issue.

   

  Respectfully,

  ***************************, 

  Regional Manager - **********

  Customer response

  01/09/2023

   
  Complaint: 18597501
  
  I am rejecting this response because: I am wring back because we do not accept what car toys said Here is all the explanation from ****************** that my truck was not damage by rodnes and it was by car toys tecnitian we have real prove of this tbe dealirship also has videos and photos and the manager fron car toys was the one who ask me to take my truck at the begining to get it fix then they refuse to do it but atfer ****************** explainef to them what happenend they send me to their indurance and is when they said it wad rodnes but that can not be prove here is all the full explantion from ****************** if you need more information please let me know I just asking to them to fix what they damage and becresponsible we have been unable to use our truck for already 3 months thank you.
  Sent from Yahoo Mail on Android
  
  ----- Forwarded Message -----
  From: "*************************" <**********************>
  To: "*************************************" <*****************************************>
  Cc: 
  Sent: Thu, Jan 5, 2023 at 6:47 PM
  Subject: Fw: [EXTERNAL] Re: ************************* claim #E2G89546
  
  Sent from Yahoo Mail on Android
  
  ----- Forwarded Message -----
  From: "************************************" <***************************************>
  To: "*************************** L" <***********************************>, "*************************" <**********************>, "***********************************" <**********************************>
  Cc: "***************************" <**********************************>, "*************************" <************************************************>, "***************************" <***********************************>
  Sent: Thu, Jan 5, 2023 at 4:05 PM
  Subject: RE: [EXTERNAL] Re: ************************* claim #E2G89546
  Good Afternoon ****************,
  We are reaching out your office one last time in the hopes of correcting a rather notable misunderstanding with regard to the disposition of ******************** vehicle. It is our understanding that your office has advised Car Toys that the issues that arose after their failed infotainment modification are a result of rodent damage as opposed to workmanship concerns. In our initial commentary on the issue, we had urged that the photography taken by the adjuster be shown for review and to your credit, you made it so. That being said, none of those photos prove that rodents were the cause of the issues caused before, during, or after the installation attempt. All 3 of those photos are on the engine side of the firewall which puts a rather large fire-breaking piece of sheet metal between your photo locations and the harness in question. Another observation about these pictures is that while hair is present, there is not a single piece of rodent droppings in any of the areas shown in the pictures. Rodent sign is present (and usually very easy to notice) in the overwhelming majority of any incursion/nesting attempt, let alone a stay long enough to start chewing on the vehicles wiring. Also worth noting: there is absolutely no damage to the wiring in any of the 3 photos. This implies that the assumed rodent bypassed the harnesses where they had free access while also allegedly leaving a huge portion of hair so that it could somehow find its way into the other side of the firewall to damage a harness where it left absolutely none of the alleged hair whatsoever. This brings us to our next point of interest: the alleged rodent hair in question. That hair is the incorrect length and color for the field mice are typically seen under the hood that would be able to find the ultra small crevices needed to gain access to the interior of the vehicle via the a/c venting. It is far too long for field mice, adult rats, and the quite plainly the wrong color and length for squirrels. Anything larger than that and it would be too large to traverse the firewall. Furthermore, the pattern in the pictures has the overwhelming majority of it stuck to the top of the felt by the cowl as opposed to gathering in such mass in any other part of the engine compartment. It is far more likely this hair belongs to a rabbit or cat that crawled to the top of the intake at some point for warmth and then fled when the vehicle was started. In any event, the hair in the photography is nowhere near the components at issue in this claim. 
  So now that weve established that this was clearly not a rodent issue, wed ask that you look at the timeline of events one more time and establish how/why Car Toys is not responsible for the event in question. The vehicle was checked in to your shop with no noted concerns matching the blower motor barely comes out of vents concern it was checked with us for. The customer also was sure to note that had new radio put in somewhere else and now the blower doesn't work properly comes out of defrost fine during check in, establishing that this concern was new after the visit to Car Toys. During the modification executed by the Car Toys technician, the module that governs the ac controls was accessed and had portions of it removed to be transplanted into an aftermarket infotainment unit. This is evidenced not only by the prior communications between *********************** and the customer, but by the screws we found missing out of the back of the ***** This puts the Car Toys tech squarely inside of the failed module that per current **** repair directives is not designed for access, let alone interior component removal. Then there is the matter of the harness we ultimately found to be damaged. This harness had been cut into directionally with a wire insulator cutting tool, and then been re-wrapped. This can only be explained by the aforementioned technician attempting to correct the installation error by trying to isolate which part of the wiring had been damaged in the installation. At the point that this damage exceeded the ability of the technician to fix, it was referred to **** for our expertise in the matter. 
  So this brings us to the elephant in the room: if at any point a rodent had managed to breach the firewall and cause the concern in question, why did Car Toys not halt the repair, advise the customer to involve their insurance, and proceed to repair the wiring in question? At no point did the Fonsecas receive any advisory of such findings before, during, or even after the vehicle was recommended to our shop. There was no correspondence of the kind mentioning rodents until the adjuster was sent to our shop after we reported our findings. Neither the technician(s) at Car Toys, nor our Senior Master Certified technician noted any presence of rodents during the course of either of the respective repair visits, but rather high resistance in a wiring harness and internal damage to an **** both of which were clearly accessed by a person.  
  So barring any additional evidence to the contrary, in the interest of our mutual customer we would respectfully ask that you take another look at all of this and perhaps reconsider your position. If you have any further questions or require any additional evidence to help you do so, I will have it sent over in short order at your request.
   
  Thank You For *************************************************************** Manager
  ******************
   
   
  From: *************************** L <***********************************> 
  Sent: Wednesday, December 21, 2022 2:42 PM
  To: ************************* <**********************>; *********************************** <**********************************>
  Cc: ************************************ <***************************************>; *************************** <**********************************>; ************************* <************************************************>; *************************** <***********************************>
  Subject: RE: [EXTERNAL] Re: ************************* claim #E2G89546
   
  IT Security Notice: This email is from an external sender. Please exercise caution when opening attachments or clicking links. 
  Good Afternoon,
   
  As we have previously made you aware we have inspected your vehicle and made our determination. We issued you a denial which is our final decision.  I included photos of the rodent evidence.  
   
  Thank you, 
   
  ***************************, FCLA, LPCS
  National APD Claim Adjuster, Commercial P&C Claim
  CNA |  ***************************************************** | Telephone: ************** | Fax: **************
   
  When it comes to business insurance we can show you more.
  CNA.com
   
  From: ************************* <**********************> 
  Sent: Wednesday, December 21, 2022 2:01 PM
  To: *********************************** <**********************************>
  Cc: *********************************** <********************************************************>; ***************************** <***********************************>; ******************************** <***********************************>; *************************** <*********************************>; ********************************* <*****************************************>; *************************** <***********************************************************************;; ************************* <************************************************>; *************************** <*************************************************************************;
  Subject: [EXTERNAL] Re: ************************* claim #E2G89546
   
  ***********,
   
  This is not a matter about disagreeing. This is a matter that CarToys was responsible for the damages done to my vehicle. 
   
  Please refer to ******************'s findings (via email 12/15/2022) and how it contradicts your new excuse that rodent caused the damages when in fact it did not. I am copying and pasting below for your convenience.
   
   
  To ******/CNA - Please response as soon as possible to this email.
   
   
  From ******************:
  To Whom It May *************** following account is regarding the 2018 F150 (*****************) belonging to ***** and *************************. The vehicle was initially checked in for Customer states blower motor barely comes out of vents had new radio put in somewhere else and now the blower doesn't work properly comes out of defrost fine on 10/18/2022. It was also shared by ****************** with our service writer Mr. *********************** that the vehicle had been to Car Toys for an aftermarket infotainment installation and the concern manifested at that time. Unable to rectify the situation, the installer subsequently recommended her to bring the vehicle to us for further diagnosis. ************** isolated the concern to an open circuit (excessive resistance measurement) in vref circuit LH111 on the 19F561 ac harness. The harness in question relays commands from the **** to all the climate control actuators. It is critical to note that the dash had substantial amounts of modification done to the aperture that contains the main screen, the supports contained within the dash, and that the harness in question had its exterior wrap already cut into and was accessed. As this is a relatively short harness in length, it is reasonable to theorize that this concern was most likely caused by stretching the harness beyond its ability to reach, thereby causing the internal wire breakage. Upon replacing this harness, the ac controls regained some functionality, but were operating in such a way that would be similar to receiving on/off commands simultaneously. Further testing isolated the follow-up concern to a fault within the **** itself. Examination found that the back of the **** had multiple screws missing (with one of the remaining screws stripped) from the back of the assembly indicating that it had been accessed. In the correspondence between *********************** and ************************* sent on Monday, November 7th, 2022 the Car Toys representative states With this kit, the *** climate boards are simply being relocated to a new panel." -***********************, Maestro Technical Support Manager. meaning that by their own admission the technician involved in the installation not only accessed the **** but was actively relocating the control components and harness that govern the ac components that now no longer operate properly. 
                Given the overwhelming preponderance of evidence, there is no reason whatsoever to believe that this condition was not caused during the installation at Car Toys. The concern was not present prior to the installation, and the vehicle left the facility with the concern present after the installation. The module accessed is not designed for the procedure in question as **** does not have repair directives that include the internal access and/or component swap of items within a given module. The cuts to the  dash give the strong impression that the installer was engaged in rather heavy modification, and the slice to the harness indicates that at some point they realized that an error had been made and they then made an honest yet ineffective attempt to rectify that issue. It is not clear where the adjuster from CNA gleaned the visuals needed to surmise that this was rodent damage, but there were no signs of vermin at play behind the dash nor do rodents cut harness casings in straight lines. Had there been any question of rodents as the root cause, we would have promptly advised the customer to contact their insurance company as opposed to Car Toys. If this is still their contention, I would challenge them for photographic evidence to support their claim as any such photo(s) will be found quite wanting, especially since we still have the harness on hand. It is our finding that the attempted installation of the aftermarket equipment is in fact the cause of the climate control issues currently affecting the vehicle. 
   
   
   
   
   
   
   
   
   
  On Tuesday, December 20, 2022 at 02:26:49 PM CST, *********************************** <**********************************> wrote: 
   
   
  We have responded to you. Multiple times. Your claim has been denied and you have been given the reasons why. It was fully investigated and determined that Car Toys is not responsible for the damages to the vehicle. You are welcome to disagree with that determination, but based on the information we have currently, that is where we are at. We have denied the claim and we will not be compensating you for the rodent damage in your vehicle. We are firm in our decision.
   
   
   CARTOYS |National Install Manager  
   e. **********************************  
  "We win with our people"  
   
  This email and any files transmitted with it are confidential or otherwise protected by work product immunity or other legal rules and intended solely for the use of the individual or entity to whom they are addressed.  If you are not the named addressee you should not disseminate, distribute, or copy this email.  Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system.  If you are not the intended recipient you are notified that disclosing, copying, distributing, or taking any action in reliance on the content of this information is strictly prohibited.
  ________________________________________
  From: ************************* <**********************>
  Sent: Tuesday, December 20, 2022 12:27 PM
  To: *************************************** <***************************************>; *********************************** <**********************************>; ****************************** <***********************************>
  Cc: *************************** <*************************************************************************;; ************************* <************************************************>; *************************** <**********************************>; ************************* <*************************>; ********************* <*********************>; ********************** <**********************>
  Subject: RE: ************************* claim #E2G89546 
   
  Krista  ****************** and ************************
   
  Following up again to this email.
   
  Please Respond as soon as possible.
   
   It's extremly importand you all respond,  it's 
  Evident the damages were done by Car Toys and Car toys and insurance must pay for the damage
  Done to my truck.
   
  Thank you.
  Sent from Yahoo Mail on Android
   
  On Mon, Dec 19, 2022 at 3:52 PM, *************************
  <**********************> wrote:
  To: CNA and Car Toys 
   
  Following up this email.
  While I undertand it is a Monday and it can get
  Busy, I would Ppreciate a response as soon as possible to this matter.
   
  Thabks
   
  Sent from Yahoo Mail on Android
   
  On Thu, Dec 15, 2022 at 4:20 PM, ************************************
  <***************************************> wrote:
   
   
  From: ******************************;
  Sent: Thursday, December 15, 2022 3:40 PM
  To: ************************* <**********************>; *********************************** <**********************************>; ****************************** <***********************************>
  Cc: *************************** <*************************************************************************;; ************************* <************************************************>; *************************** <**********************************>
  Subject: RE: ************************* claim #E2G89546
   
  To Whom It May *************** following account is regarding the 2018 F150 (*****************) belonging to ***** and *************************. The vehicle was initially checked in for Customer states blower motor barely comes out of vents had new radio put in somewhere else and now the blower doesn't work properly comes out of defrost fine on 10/18/2022. It was also shared by ****************** with our service writer Mr. *********************** that the vehicle had been to Car Toys for an aftermarket infotainment installation and the concern manifested at that time. Unable to rectify the situation, the installer subsequently recommended her to bring the vehicle to us for further diagnosis. ************** isolated the concern to an open circuit (excessive resistance measurement) in vref circuit LH111 on the 19F561 ac harness. The harness in question relays commands from the **** to all the climate control actuators. It is critical to note that the dash had substantial amounts of modification done to the aperture that contains the main screen, the supports contained within the dash, and that the harness in question had its exterior wrap already cut into and was accessed. As this is a relatively short harness in length, it is reasonable to theorize that this concern was most likely caused by stretching the harness beyond its ability to reach, thereby causing the internal wire breakage. Upon replacing this harness, the ac controls regained some functionality, but were operating in such a way that would be similar to receiving on/off commands simultaneously. Further testing isolated the follow-up concern to a fault within the **** itself. Examination found that the back of the **** had multiple screws missing (with one of the remaining screws stripped) from the back of the assembly indicating that it had been accessed. In the correspondence between *********************** and ************************* sent on Monday, November 7th, 2022 the Car Toys representative states With this kit, the *** climate boards are simply being relocated to a new panel." -***********************, Maestro Technical Support Manager. meaning that by their own admission the technician involved in the installation not only accessed the **** but was actively relocating the control components and harness that govern the ac components that now no longer operate properly.  
                Given the overwhelming preponderance of evidence, there is no reason whatsoever to believe that this condition was not caused during the installation at Car Toys. The concern was not present prior to the installation, and the vehicle left the facility with the concern present after the installation. The module accessed is not designed for the procedure in question as **** does not have repair directives that include the internal access and/or component swap of items within a given module. The cuts to the  dash give the strong impression that the installer was engaged in rather heavy modification, and the slice to the harness indicates that at some point they realized that an error had been made and they then made an honest yet ineffective attempt to rectify that issue. It is not clear where the adjuster from CNA gleaned the visuals needed to surmise that this was rodent damage, but there were no signs of vermin at play behind the dash nor do rodents cut harness casings in straight lines. Had there been any question of rodents as the root cause, we would have promptly advised the customer to contact their insurance company as opposed to Car Toys. If this is still their contention, I would challenge them for photographic evidence to support their claim as any such photo(s) will be found quite wanting, especially since we still have the harness on hand. It is our finding that the attempted installation of the aftermarket equipment is in fact the cause of the climate control issues currently affecting the vehicle.                                                                                                  
  ***********************************
  Service Advisor 
  ******************
   
  From: ************************* <**********************> 
  Sent: Wednesday, December 14, 2022 7:03 PM
  To: *********************************** <**********************************>; ************************************ <***************************************>; ****************************** <***********************************>
  Cc: *************************** <***********************************>; ************************* <************************************************>; *************************** <**********************************>
  Subject: Re: ************************* claim #E2G89546
   
  IT Security Notice: This email is from an external sender. Please exercise caution when opening attachments or clicking links. 
  ******, 
    In respond to your email dated December 8th, 2022 I have included you in ongoing email thread between the **** dealership and car Toys representative.
     As I understand, you stated on your original email that the damage was caused by rodents.
      After speaking to the **** dealership(included in this email), they argue that what led them to this wad not damage caused by rodents.
      I eill let the **** representatives elaborate to this since they are the experts.
  Sent from Yahoo Mail on Android
   
  On Mon, Nov 7, 2022 at 9:11 AM, ***********************************
  <**********************************> wrote:
  *************************
  RO/TAG #: 152766
   
  ****************,
   
  I have been working on this claim and need more information. To my understanding, you have told the customer that you believe our installation has caused the climate control to fail in his vehicle. I need more specific information as to how you came to that determination. I am looking at your inspection report here and I don't really see anything that specifically states or proves that we did anything wrong. I think we both know correlation and causation are two different things. However, the customer is convinced we are at fault based on interactions with you.
   
  Furthermore, I have reached out ADS, the manufacturer of the dash kit and wiring harness, in which they stated the following; 
   
  "In the case of the 4.3 screen using the FTR1, the maestro does not communicate on the climate control circuit, so it isnt likely to have caused any damage. With this kit, the *** climate boards are simply being relocated to a new panel." -***********************, Maestro Technical Support Manager.
   
  Before accepting any responsibility for this issue, I need more specific information as to what we did to cause the issue in the vehicle. Nothing we installed according to both the manufacturer and installer, has anything with the climate control system. We really need to know how to proceed here. 
   
  Thanks!
   
   
   CARTOYS |National Install Manager  
    e. **********************************  
  "We win with our people"  
   
  

  
  

  
  
  Sincerely,
  
  *************************

  Business response

  01/23/2023

  Hello,

  As previously stated, CNA Insurance did a thorough investigation and made the determination on our behalf.  You can contact them at ************ to confirm your findings.  There is no more additional actions to take at this time.

  Customer response

  01/27/2023

   
  Complaint: 18597501
  
  I am rejecting this response because:
  

  As previously shown, CNA has not provided a supposed report of their thorough investigation, only photos on the engine compartment were provided.

   

  As previously debunked by the **** dealership, the supposed findings from CNA do not make sense since **** provided a thorough report explaining that the damage was not caused by rodents, it was caused by CarToys.

   

  Please refer to the email from ***** at ******************, this is a very detailed email explaining why the theory that a supposed rodent caused the damage does not make sense at all.

  
  Sincerely,
  
  *************************

  Business response

  02/01/2023

  Hello,

   

  Here is the documentation requested.

  Customer response

  02/08/2023

   
  Complaint: 18597501
  
  I am rejecting this response because:
  

   

  Kindly refer to the email submitted by ***** at ****************** (which has been sent multiple times but I can resend if necessary) which clearly refutes the report made by CNA and how the theory of rodent damage is absurd.

  Sincerely,
  
  *************************

• Initial Complaint

  12/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought my daughter a radio for xmas, and the installation was suppose to be free, however, when all was said, and done, she had to pay $765.00 3x what it cost at other places (like best buy), to have a $200.00 radio installed. The manager, made excuses that it's the type of car she has ( a base model ***** and that they have to charge more for the simple cars. I believe they saw she was a young lady who came in there without a male to advise her on exactly what was needed, and they took advantage of this. There is a charge on the invoice of $175.00, for Misc labor, this should not be charged, and should be refunded, we paid for the radio during There black Friday special, and have text to my phone *************), asking when we were coming for the free installation. Yet the manager at this location, charged us for everything he could (including installation) to take advantage of female patron. Shame on your managers.

  Business response

  12/12/2022

  To Whom It May **************** have reached out to ******** regarding her concerns about installing a radio in the vehicle. When the radio was purchased online it states it includes installation, basic installation is included but every vehicle is different.
  
  I explained her vehicle needed specific parts to install the radio properly and securely, also there were a few things that were optional that got added on by ******** which was retaining steering wheel controls and adding a backup camera.
  
  These products options required parts and extra labor to do,which she knew about but was not happy with the charges.  She felt that if we were already in there doing work should be at least included or be way cheaper, I explained thats not how it works, and we charge per job.
  
  I offered a $100 plus tax refund to ********, to make things right and keep a customer happy, she agreed and will be coming in the store when she has a chance.
  
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was quoted $475 total for a stereo with free install, that included the steering wheel controls to be linked. Ended up paying over $650 for a shoddy looking stereo. They installed the deck crooked and forgot to check if the speakers were working. The moment I got in the truck I noticed the left side had a tweeter 6 inches from my head that was not putting out any sound. I went back in to let them know, they said I would need to leave the truck over night to do more research. They concluded that the speaker was blown and I needed a new one. I ordered speakers because their options would have cost me $300 for one tiny speaker. Two days later I brought the speaker in for install. They said they would fix the crooked receiver and install the speaker and give me a call when it was done. They never reach out out so I called twice, both times they said they were unable to find my truck. I returned today (now 5 full days after drop off). Only to find out that the speaker wasnt blown at all, just needed to be connected to the wires. They charged me an extra $75 for the speaker install and didnt even apologize for missing it in the first place. The receiver is still completely crooked. The manager ****** suggested I bring it in for them to try yet a third time to adjust my stereo to properly fit. *** already had to arrange 3 rides to drop off/pickup up this truck, not counting the trip I took to drop off the speakers that werent needed. Being that they are unable to install the stereo in a flush manner, I suggested I return the stereo for a full refund. I was told that even though the advertisement said free install that I would be charged $175 for install if I decide to return the improperly installed stereo

  Business response

  12/05/2022

  To Whom it May *************************** location installed a radio for **************** on November 26th. The installation was standard with basic installation charges, including keeping the customers steering wheel controls working. At the time of the installation, the technician realized one of the tweeters was not working and this was communicated to the customer. Prior to our installation,the vehicle already had been altered by someone else installing a previous radio. The technician did his best installing the radio and made sure it was set in place the best it could be with what he had to work with. After the installation,the customer was not satisfied with how the radio looked in the dash. He also did not like paying extra for figuring out the vehicles tweeter problems which the technician fixed for a basic charge. We have come to an agreement for the customer to bring his vehicle back to our *********** location on 12/7 to re-inspect the installation of the radio and if that location can make any improvement on the appearance of the radio placement in the dash. We also came to an agreement to refund the customer for the tweeter inspection/fix as part of customer service.  The customer is now aware that the radio fitment is not guaranteed to be fixed, due to previous work that was already done to the dash which the customer agreed to.
  
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager

  Customer response

  12/06/2022

   
  Complaint: 18491191
  
  I am rejecting this response because: This is certainly not how it transpired. I have witnesses and call records. I dont appreciate being called a liar after my statements were completely true and never in question. This response has made me rethink giving you a 4th chance to straitened out the stereo. I would like to return the stereo for a full refund including the extra charges for install after purchasing a free install Black Friday special. 
  
  Sincerely,
  
  ***************************

  Business response

  12/14/2022

  To Whom It May ***************** spoke to ***************** over a week ago stating that we have no issue reviewing the radio installation at our *********** location.  This was something which he agreed to do so.He was set up to show up that Wednesday but, after talking to that Store Manager, ****************** never showed up. As previously stated in the last response, someone else has previously done an installation in the vehicle.  This previous installation altered the dash, making it difficult for us to install the radio aligned with the dash kit/dash. We have no issue looking at the radio at our *********** location to see if we can straighten it out, but there are no guarantees.
  
  As a courtesy, we offered that we would refund the speaker diagnosis check.  ****************** agreed to this, but we cant promise the radio being straightened out due to the previous installation that was done before Car Toys.  ****************** does have the option to return the product since we have a 30-day return policy, but labor is not refundable since there is no actual issue with the install we did. The amount that is not refundable is the basic labor that was included in the radio $100 and $85 to wire a smart harness and program the steering wheel controls that ***************** agreed to at the time of installation. **** ***************** will let us know when he would like to proceed with having our *********** location to look at his radio installation.
  
  Respectfully,
  *************************
  WAS Regional Sales Manager

  Customer response

  01/05/2023

   
  Complaint: 18491191
  
  I am rejecting this response because: Im not obligated to give Car Toys 6 attempts at fixing the issue they created. I have opted to dispute this poor service with my bank. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  less than nine months ago I had my old 8in subs swapped out with new ones the installer removed a hard rubber spacer that prevented the seats from hitting the seats and the installer never put it back causing me to go through two subs and ***** the store manager ask me do I want a spacer built I said yes but the installer did not put it on

  Business response

  11/21/2022

  The Regional Manager met *********************************** at Cartoys on Saturday, November 19th to look at his speaker. The speaker has damage from the customers seat hitting the subwoofer. I let ********* know that we dont cover damage like this. We agreed to replace it this time at no cost to him. He agreed to get grills to cover the speaker and would leave his seat up so further damage doesnt happen to the new one.

  ***************************,

  Regional Manager - ********** Region

  Customer response

  11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Most recent service 11/14/22 Full car system was purchased, ever since have been in several times with speakers not working (within the warranty period) every time they supposedly couldn't find an issue. Now a few months outside of the warranty period the complete system is failing the door speakers and the amplifier all aren't working.

  Business response

  12/07/2022

  On November 14th the store took care of this customer.
  
  
  The customer came in and they addressed all of her issues.  They swapped out both her front tweeters, rear passenger speaker and replaced her amplifier even though she was outside of warranty. 

  Sincerely,

  *********************,

  Regional Manager - ******/Eastern Washington

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩